I am trying to snap receipt photos with the app. I see the whole receipt on my phone screen. But when I press Take photo, only a small portion of the receipt is snapped.

Hello Almz,

Thanks for messaging us here. QuickBooks is designed to be an easy-to-use program and it's vital you're able to use the app without running into issues. Rest assured, I'll be happy to help so you're on the right track. 

Based on what you've described, I highly recommend uninstalling and reinstalling the app. This is a good way to troubleshoot issues that may be affecting the app. By reinstalling the app, this also ensures you're on the latest version of the mobile app. 

Feel free to keep me posted on how you make out. I'll be one message away.

Thank you. I reinstalled the app, cleared the cache, restarted my phone.

More details of the problem:

I place a white receipt on a black paper on my table

I position my phone above the receipt

I see a green rectangle around the receipt's edges (but that rectangle is not very stable, it tends to jump all over the screen very often)

I click on the Take photo button

The result: a photo of the same size as the green rectangle, but its contents only show a partial photo of the receipt (for example, only the top 10% of it, or only the dollar amounts, etc.)

My phone is an S22, but this issue was also happening on my S20.

I see what you're saying. Are you experiencing the same display issue when you open the receipt using a web-browser? 

I am not opening it. I am trying to take a photo of it, using the QB app and my S22 android phone.

Can I snap the photo of a receipt using the browser?

Upon gathering more info related to the issue you're experiencing, our engineers have been made aware of this issue and they're working to fix this issue. While there isn't an estimated time frame for a fix, I recommend contacting our support team so your account can be added to the list of affected users. In the meantime, feel free to ask other questions. I'm here to steer you in the right direction. 

Hi James,

Has this issue been fixed?

Thank you

Any update on this please?

Hi there. Thanks for chiming in on this thread. While our engineers are still working on fixing this issue, I encourage you to contact our support team so your account can be added to the investigation. Doing this allows for our engineers to contact you directly when there's an update available. Feel free to ask other questions. 

Hello.

I still have this problem. I can't snap photos of receipts. I updated the Android OS to the latest available and Quickbooks app is also updated to the latest version.

I am paying you for service. Where is the service?

Thank you,

Alexander

Also, when you say "ask our support team to add you to the list of affected users", the support team has no idea what it means. I contacted them, but they had no clue on how to do that...I contacted them twice, and spoke to 2 different people.

Hi Almz,

With a newer iPhone or iPad, your images might be in the HEIC format.  QuickBooks supports PDF,  JPEG, JPG, GIF, and PNG images.  You may need to convert HEIC images to a compatible format.  If you experience the same result, you can upload your receipts to QuickBooks Online from your computer, mobile device, or from your email account.  Click here to see the steps.

Should you require additional assistance, I also recommend connecting with our Customer Care team outside of Community.  They will be able to review the issue in more depth, and escalate it for further investigation if necessary.

Let us know if your issue is resolved, or touch base with us again, if you have other questions.  We are here to help! 

I have an ANDROID phone.

I am NOT uploading a photo. I am just opening your app, then go to "Snap Receipt" option and take photos of the receipts directly with the app.

Hi Almz,

Your time is valuable and I feel you would benefit from speaking with a member of our Customer Care team at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.

If you have any other issues, or concerns, let us know.  We would be glad to assist!